Homewood Suites by Hilton Colorado Springs Airport — Hotel in Colorado Springs

To Whom It May Concern,

I am writing to formally express my extreme dissatisfaction with our recent stay. From the moment we arrived, the experience was far below what was advertised or expected.

On the first night, we were not given the room we booked—what we received looked nothing like the online photos. We had to request a room change, which was already frustrating. On the second night, we were horrified to discover what appeared to be blood on the bed sheets. I took photos and reported it immediately to the front desk. There was also hair in the refrigerator and on the linens of the replacement bedding. Again, I reported everything, but nothing meaningful was done. We arrived early and were still unable to get clear or accurate information about our room. A redheaded front desk clerk gave vague answers, seemed poorly trained, and later lied in the internal notes to management. This person’s attitude was dismissive and unprofessional. There was a complete lack of care from multiple staff members. I never received follow-up from a manager. Patricia never reached out, despite our repeated concerns. I spoke with Doug and Chris, but unfortunately, nothing was resolved. Additional issues: the first room had low water pressure, which became obvious after moving to the second room with better pressure; the sink handle was loose and never repaired; the porch fire pit was inoperable; and on checkout morning at 8 AM, there was no syrup for breakfast, which further frustrated my wife. This stay was unacceptable on every level. My wife and I are extremely disappointed and feel completely let down. We will never return and are demanding a full refund for...

I travel quite a bit for work, always stay at Hilton properties and have had what is by far the worst experience I've ever had. Booked my stay a few weeks in advance, then called the hotel immediately after to confirm a question about the room (that the King suite has 2 sofas). When we arrived we were told that our room and many others were overbooked, that the staff knew they were overbooked but they didn't contact any affected customers (to at least notify, or even better to make alternate arrangements). We were also told by the general manager that the room wasn't as verified or shown in the photos on the Hilton app (which shows 2 sofas, King Suite). Its now nearly 3 weeks after our stay and the images are still haven't been corrected. Had to wait for nearly an hour for staff to find alternate accomodations, which they eventually were able to do. To add insult to injury, they marked my reservation as a late cancellation and charged my card! Called the desk after noticing the charge and was told the general manager would call back on it "tonight", it's now the next day and still haven't...

After arriving in Colorado Springs, driving from Denver Airport in hazardous conditions my family and I had a room booked on base which fell through. We then booked, what we thought was a Homewood Suite through a 3rd party, that fell through. We were at the front desk and the gentleman was kind trying to locate our reservation, he assisted us in trying to find why our reservation did not go through. Exhaustion, disappointment and anger begin to set in, he was extremely patient and helpful. After much work he was able to suggest how to handle the 3rd party reservation and he even assisted us in getting the rooms we so desperately needed. This was Thanksgiving week and I am so thankful for his willingness to try to give us peace of mind and assist us at the same time. He’s name was Stephán. Thank you so much sir. We appreciate you and your beautiful hotel. Definitely at the top of my list for future travel. This hotel was absolutely gorgeous and had everything we needed and the staff was friendly and helpful. Thank you!!! This is my top hotel in Colorado Springs. Highly...